Zola Kuzwayo
@zolakuzwayo
I improve contact-centre quality through audits, coaching, and performance reporting.
South AfricaWhat I'm looking for
At Outworx, I conduct quality assessments, dip checks, calibrations, audit planning, and trend reporting to improve agent performance and service quality.
I also coach and upskill agents, create advisory reports, and use Excel data extraction to identify recurring performance opportunities. My background includes live-chat technical support at CCI SA and marketing support at BrandTies.
Experience
Work history, roles, and key accomplishments
Quality Assurance Assessor
Outworx
Feb 2022 - Present (4 years 7 months)
Conduct quality assurance assessments and dip checks to monitor agent performance and service quality. Participate in calibrations with clients and operations, host agent aids, and prepare advisory reports based on quality findings.
Tech Support / Live Chat Agent
CCI SA
Feb 2021 - Nov 2021 (9 months)
Provided technical support to customers through live chat, troubleshooting technical issues and assisting with resolving queries while maintaining customer-focused service.
Marketing Assistant
BrandTies
Feb 2020 - Apr 2020 (2 months)
Organised and attended meetings, recorded minutes, updated social media platforms daily, and assisted with preparing training materials and presentations for employee workshops.
Education
Degrees, certifications, and relevant coursework
Vega School of Branding
Attended Vega School of Branding for education in branding and related fields.
Grace Trinity School for Girls
Attended Grace Trinity School for Girls for secondary education.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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